Business Analytics and Process Improvement

Robert W. Pitney

South Windsor, CT ***** • 860-***-**** • *********@*****.***

SUMMARY

Certified Lean Six Sigma Green Belt and Black Belt - MSBA Candidate, Business Analytics

Process Improvement and Business Analytics professional with a passion for improving customer experience and quality, while reducing cost. Adaptable and innovative problem-solver within Operations, Finance, Quality, Performance Improvement, Human Resources, Project Management, Supply Chain, Strategy and Consulting for healthcare payors and providers.

EDUCATION

Bentley University McCallum Graduate School of Business, Waltham, MA

Master of Science Business Analytics candidate December 2025

Boston College Carroll School of Management, Chestnut Hill, MA

Bachelor of Science, Business Administration – Quantitative Analysis Magna Cum Laude

ANALYTICAL AND BUSINESS SKILLS

AI Prompt Engineering, Process Mapping, Analysis, Automation & Improvement; Data Analysis, Modeling, Optimization and Visualization; Forecasting, Budgeting, Variance Analysis, and Capacity Planning; Business Case Development, Negotiating; Project Management, and Facilitation; Presentation and Public Speaking.

TECHNICAL SKILLS

Minitab, Tableau, Power BI, Python, “R”, Desmos, Analytic Solver, SQL, Oracle, Nexidia Analytics, KaiNexus, Cognos

PROFESSIONAL EXPERIENCE

iSpace, Inc. Laguna Hills, CA October 2024 – Present

Business Process Consultant

Contracted expert for Boston based software company in healthcare industry, hired to improve cycle time and overall implementation process. Developed three phase recommendation for pre-built components and consultative approach, to yielding reproducibility and repeatability, while reducing time to implement by 30 – 50%.

Disruptive Innovations New York, NY September 2023 – October 2024

Business Process Consultant Freelance process mapping, analysis, data visualization and presentation development.

UMASS Memorial Health Worcester, MA November 2020 – April 2023

Process Improvement Engagement – System Co-Owner

Designed and implemented digital version of visual management system, in support of executive level reporting.

Deployed software to seven entities and 16K employees in six months, with training and coaching to drive engagement.

“Innovation Station” database was configured to provide complete transparency of work team-initiated ideas from

conception through completion. This platform documents, tracks and reports all continuous improvement actions aimed

at reducing cost, improving customer satisfaction, improving patient/caregiver safety, experience, and quality of care.

Managed $1 million idea system “Innovation Fund” owned by CEO. Grew program from 60 to 135+ grants in 2 years.

Led planning for “Innovators of the Year” recognition of 800+ employees’ related to ideas ideas & team projects.

Emblem Health, New York, NY June 2016 – June 2020

Process Improvement/Analytics Manager

Project Manager and business lead for launch of Nexidia Customer Interaction Analytics to measure Voice of the

Customer insights and drive change. Utilized structured queries, to identify customer pain points and feedback to help

business identify and address root causes with workable solutions.

Developed agent and management dashboards, along with automated auditing of PHI and compliance on 100% of calls.

Led process management to improve customer experience, service, quality efficiency and cost. Saved $4M in 2 years.

Cooperatively developed end to end governance model for major changes to clinical policy, effecting 3.5M members,

internal departments, external business partners and stakeholders.

Corporate Information Technologies – Farmington, CT April 2014 – June 2016

Business Process Management Consultant

Responsible for all aspects of business process analysis, mapping, design and management for multi-year end-to-end

vendor written software of “Quote to Card” system at ConnectiCare for sales through installation of new business.

Core team member for Premium Payments Program, to strategize, design and implement best in class, simple, easy and

automated ways for customers to pay monthly premiums for their Exchange, SOLO, and Medicare plans.

Pro-Unlimited for Cigna (Temporary Contractor) Bloomfield, CT February 2014 – April 2014 Business Consultant – Special Investigations Unit for process mapping, improvement, innovation and data analysis.

AETNA, Inc. Hartford, CT June 2012 – January 2014

Sr. Business Consultant

Utilized Lean Six Sigma customer centric approach to identify $20+M of annual savings potential using IVR systems,

Business Process Automation, case installation process changes, quality measurements and medical cost reduction.

Aetna Process Improvement (API) program mentor, trainer, certification panelist and blogger.

Designed and financially modeled a new Performance Guarantee approach for innovative efficient attractive offerings.

CIGNA HEALTHCARE Bloomfield, CT April 2002 – June 2012

Continuous Quality Improvement Director

Rejoined the organization as a Finance Manager and gained progressive experience culminating in Director level role.

Developed automated solution to comply with requirements of Affordable Care Act, utilizing global macros to isolate,

review and correct 80% of 1.8 – 2.0M claims annually, saving $10M per year. Team received “Presidents Award”.

Designed, developed and implemented Gage R&R Measurement System Analysis process for 200+ auditors.

Led problem identification/quantification and automated solution for addressing policy vs. administration gap in

payment of Anesthesia, Radiology and Pathology claims. Annualized savings of $7M of cost and improved service.

Co-leader for development, implementation and execution of CIGNA’s 1st generation enterprise-wide policy and

oversight program for key supplier relationships and Business Process Outsourcing.

Utilized Failure Modes Effects Analysis tool to identify highest risk supply chain exposure areas within company.

Audited vendor partners, for compliance with CIGNA’s information protection, security and privacy policy

requirements, in support of all 6 Customer Service Operations centers of excellence.

Responsible for budgeting and achieving overall Service Operations expense plan of $636M, consolidation of all Risks

and Opportunities monthly including reforecasting of staffing and expenses. Built Service Strategy 5 year economic

model forecasting cost reductions in excess of $300M.

Regional Service Manager Visalia, CA August 1985 – December 1994

Managed division claim processing and customer service, through a staff of 100+ for the southern California market.

First manager to lead its organization’s transformation effort toward customer focused self-empowered work teams.

AETNA INC. Windsor, CT May 1999 – January 2002

Regional Claim and Reporting Manager

Manage operation planning, reporting and analysis for Northeast Regional Traditional claim business.

Coordinate intra (5 sites) & extra regional (5 regions) resource balancing on a weekly and monthly basis.

The Hartford Life, Inc. Simsbury, CT August 1997 – January 1999

Financial Manager

Managed budgeting, expense control and analysis processes of $40+ M for Benefit Management Services.

Led annual 1099 and W-2 tax reporting process for Employee Benefits Division beneficiaries.

Aware Treatment Clinic, Inc. Visalia, CA January 1995– February 1997

Vice President

Acting President/CEO for majority of 1996. Integral role in company growing ten-fold to six locations, from 3 to 45

employees, over 6K clients, and revenue of $4.7M and net income of $1.8M in 1996.

COMMUNITY INVOLVEMENT

Volunteer, Bentley University – Office of Academic Integrity – Grad Student Representative 2023 – Present

Member, New River Community Church – Men’s Ministry – Annual Retreat Organizer 2010 – Present

Volunteer, State of CT Department of Corrections – facilitated 12 step meeting/outside sponsor 2009 – 2020

Director, The Recovery Club, Inc. Board Member, Grant Writer, Founder of Golf Tournament 2004 – 2011

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